Travel Operations Support Specialist — Hybrid (2 days WFH)

Kuoni; Dorking; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid working (2 days home)

Pension scheme

25 days holiday + bank holidays

Travel discounts

Free onsite parking

Wellbeing benefits

Job summary

Kuoni is seeking a Travel Operations Support Assistant in the Dorking area. You’ll help run the Operations function daily, resolve pre-travel and in-resort issues, and communicate changes to customers clearly.

You’ll coordinate with suppliers and Kuoni teams to investigate problems, support stores with queries and amendments, and help implement process improvements, including automation and AI tools. The role includes Saturdays on rotation and occasional out-of-hours Duty Office cover, with

Qualifications

• Excellent customer service and communication skills.
• Strong organisation and administration skills.
• High level of accuracy and attention to detail.
• Proactive, practical approach to problem-solving.
• Ability to manage competing priorities and meet deadlines.
• Confidence working with data, reports and operational systems.
• Strong analytical skills and ability to recognise patterns.
• Good Microsoft Office skills, particularly Excel.
• Collaborative approach and confidence working with a range of stakeholders.
• Interest in improving processes and exploring automation and AI.

Responsibilities

• Support day-to-day operations, ensuring tasks are completed accurately and efficiently.
• Help resolve pre-travel and in-resort issues to minimise disruption for customers.
• Communicate pre-departure changes clearly and professionally to customers.
• Collaborate with suppliers, overseas partners and Kuoni teams to investigate issues.
• Support stores and Expert Hub with operational queries and booking amendments.
• Monitor queues, prioritise tasks and respond to correspondence.
• Coordinate the errata process and correct information promptly.
• Maintain records and identify recurring issues and root causes.
• Produce reports and recommend improvements reducing operational risk and boosting customer experience.
• Support process improvement, automation and AI-related projects.
• Respond to emergencies or crises as required.

Skills

Customer service

Organisational skills

Attention to detail

Problem solving

Time management

Data literacy

Excel

Stakeholder collaboration

Automation/AI interest

Tools

TravelBox

Galileo

Microsoft Dynamics

Job description

Kuoni is seeking a Travel Operations Support Assistant in the Dorking area. You’ll help run the Operations function daily, resolve pre-travel and in-resort issues, and communicate changes to customers clearly.

You’ll coordinate with suppliers and Kuoni teams to investigate problems, support stores with queries and amendments, and help implement process improvements, including automation and AI tools. The role includes Saturdays on rotation and occasional out-of-hours Duty Office cover, with